For the next chapter in our Journey Mapping the Personnel Vetting Process blog series, we take an in-depth look at capturing visible and invisible touch points for key stakeholders who engage with the personnel vetting process.

As we continue to deep dive into journey mapping the personnel vetting process, Step 2 helps us build upon the research we began by documenting each stakeholder and what they care about. Step 2 of this process states:

In a recent blog, we published steps to journey mapping the personnel vetting process customer experience and included illustrative examples to help capture a more accurate picture. A customer journey map is a visual representation of the process a customer or stakeholder goes through to achieve a goal, and typically works best for scenarios that describe a sequence of events.

In our last blog, we examined the government’s definition of customer service, and identified ways for the Government to transform both the process and experience of personnel vetting. We suggested starting with a better understanding of stakeholder goals, expectations, and touchpoints with service providers. You can accomplish this by conducting interviews as well as observing stakeholders as they work (or, “fly-on-the-wall” observations”). As a next step, we recommend documenting all findings in a customer journey map.